Team Leader , Dbc.egypt - Retail Customer Experience.client Experience And Conduct Group - mbegp
Mashreq
Call Center Manager
Develop objectives for the call center's day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.)
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve the process of telephone handling and call handling processes
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or higher management
Resolving customer complaints
Analyzing and improving call center metrics and customer feedback
Planning, organizing, and directing call center operations
Developing and implementing call center policies and procedures
Ensuring that customer service goals are met
Manage authorization department effectively in order to meet customer satisfactions
Manage Chatbot platform effectively and ensure that all technical parts and agents' performance via Chatbot are met